27 min listen
66. Differentiating Customer Service vs. Customer Experience and Trends with Max Ball
66. Differentiating Customer Service vs. Customer Experience and Trends with Max Ball
ratings:
Length:
31 minutes
Released:
Nov 27, 2022
Format:
Podcast episode
Description
Customer experience & customer service are important for long-term success, yet they are not interchangeable. Stacy Sherman and Max Ball, Principal Analyst at Forrester, discuss the differences and leadership best practices so you are doing both right. You'll also hear new trends to be mindful of and plan for, including gig CX, artificial intelligence, chatbots, and other technologies to solve customer needs versus creating pain points. More details at DoingCXRight.com
Released:
Nov 27, 2022
Format:
Podcast episode
Titles in the series (100)
3. Increasing Employee Engagement To Deliver Customer Excellence Featuring Colin Shaw: What does employee engagement mean? How do you motivate others to deliver customer excellence? Is it a good or bad idea to tie NPS & customer satisfaction results to employee bonuses? How does behavioral science impact CX? Stacy Sherman... by Doing Customer Experience Right with Stacy Sherman